Abstract
The study examines whether the customer complaints management policy in the Department of Employment and Labour in the Free State province is effectively and efficiently implemented. Skilful and committed policy implementers are required to ensure that policies are implemented successfully. A descriptive qualitative research design was employed in this study using semi-structured online interviews, to gather data from 20 participants who were purposively selected. The major findings of the study reveals that a lack of clarity and accessibility of complaint channels, inadequate training of newly appointed officials in customer complaint management processes, and user-unfriendliness of the complaint processes flow are prohibiting factors of the implementation of the policy. Additionally, there was a lack of effective communication and coordination among both the internal and external stakeholders, and a noticeable absence of consequence management. The study recommend that the Department of Employment and Labour should consider to design a user-friendly customer complaints management processes flow as well as to incorporate customer complaints module during the induction of newly appointed employees.
Publisher
Center for Strategic Studies in Business and Finance SSBFNET
Subject
General Earth and Planetary Sciences,General Environmental Science